Give every order question
an owner and a visible follow-up.
Track shipping, return, refund, and product questions in one support record with status and history. Pro adds the Client Portal and agent-reviewed AI Autopilot; Business adds the website widget and eligible Auto Resolve.
Buyer inquiry
Where is my order?
Queue
FyneDesk checks store policies and past resolved order questions before your team replies.
Sound familiar?
A buyer emails about a missing package. Another DMs on Instagram. A marketplace sends a dispute. You are checking five places to find them all.
A customer requested a return last week. Nobody followed up. Now they left a one-star review and you are doing damage control.
"Where is my order?" "What is your return policy?" Your team answers the same questions dozens of times a day instead of fulfilling orders.
Are you responding fast enough? How many issues are open? Which products cause the most problems? You do not know because nothing is tracked.
Shipping ETAs, return windows, and policy questions pile up while your team needs to handle real exceptions. Pro AI Autopilot drafts policy-based replies; Business Auto Resolve can close confident routine tickets.
What changes with FyneDesk
Every order inquiry, return request, and shipping question lands in one place. Each one gets an owner, a status, and a history. Spam management protects the queue, routing and workflows keep work moving, and Business workforce tools help managers plan coverage during busy seasons.
Five features built for order support
Order Issue Intake
Buyers send WISMO questions, missing package reports, return requests, and product issues to your FyneDesk support address. Each message becomes a tracked order support case.
Order and Returns Routing
Send shipping delays to fulfillment, return requests to the returns team, product defects to operations, and refund questions to the right owner without manually sorting the queue.
Buyer Self-Service Portal on Pro
On Pro and Business, give buyers a branded place to submit order issues, check ticket status, and find shipping or return answers in one visible destination.
Policy-Aware AI Replies
Pro AI Autopilot checks shipping rules, return windows, refund policies, and similar resolved order tickets before drafting a reply. Business Auto Resolve can close confident routine order questions.
Store Policy Center
Publish shipping timelines, return windows, refund rules, warranty notes, and size guides. Buyers self-serve, and AI uses approved policies plus past tickets to keep answers consistent.
How it works
Inquiries come in
Customers email about orders, submit a form on your portal, or use the widget on your store. Every inquiry gets a number, a priority, and an owner.
AI and routing handle triage
Routing rules send order issues to fulfillment and returns to the returns team. Pro AI Autopilot checks your policies and past resolved tickets, then drafts a reply so your team responds faster.
Self-service keeps status and policies visible
Customers check their own order status and search your shipping FAQ on the portal. Your dashboard shows open issues, response times, and which products cause the most inquiries.
Frequently asked questions
What is a help desk for e-commerce?
An e-commerce help desk is a tool that helps online sellers manage customer inquiries about orders, returns, shipping, and product questions in a single organized system instead of scattered email inboxes.
Can FyneDesk handle order-related inquiries?
Yes. Email becomes a tracked request on every plan. Pro adds Client Portal submissions, and Business adds the website widget. Your team can tag requests by type and route them to the right person.
Does FyneDesk integrate with Shopify or other platforms?
FyneDesk does not currently advertise a native Shopify connection. On Pro, webhooks and connected automation tools can move selected request events to external systems; review the exact fields and direction before rollout.
What can customers do in the Client Portal?
On Pro and Business, customers can sign in, submit requests, check request status, and search help articles such as return policies and shipping FAQs.
Is FyneDesk free for small online stores?
Yes. The free plan includes the core helpdesk tools a small store needs. Pro adds AI Autopilot for agent-reviewed replies, and Business can use Auto Resolve for confident routine questions.
Give order support a clear place to work.
Start with owned order inquiries, then add the Pro portal and Business channels and automation when the store needs them.
Free plan available.